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Set up automations

Features · Updated Sep 5, 2026

Automations run actions for you when something happens in a conversation, like tagging a thread or posting a webhook. Open RagChat and go to Automations in the sidebar.

This page is in the standalone RagChat app. It does not appear inside the Shopify admin.

Create a rule

  1. Open Automations.
  2. Start a new rule from the top of the page. If you have none yet, use the button on the Automate your busywork empty state.
  3. Enter a Name.
  4. Pick a Trigger. That is the event that starts the rule.
  5. Optionally click Add condition under If. All conditions must match. With no conditions, the rule always runs.
  6. Click Add action and choose what should happen. A rule needs at least one action, and actions run in order.
  7. Leave Run once per contact on if you do not want the same contact to trigger the rule again.
  8. Leave Enabled on, then click Save automation.

Conversation needs attention

Conversation needs attention starts a rule when a conversation is flagged as needing a human. That is the same moment as the needs-attention alert email.

It fires when:

  • Customer asked for a human (right away)
  • AI could not answer (after a short wait)
  • Waiting with AI off (after a short wait)

If you open the thread during the wait, the rule is cancelled. It runs at most once per conversation until someone opens the thread.

The rule still runs if Notify me when a conversation needs attention is off. The email is optional. The rule is not. See Send and receive email replies.

To handle only one of those three situations, add an If condition on Alert reason.

You can also condition on Waiting messages (how many unread visitor messages are sitting there) and Message text (the newest waiting message).

For every escalation the instant it happens, use Human help requested instead.

You can try the rule from the Playground. Rules run for playground contacts. The alert email does not. See Configure your AI assistant.

Send a webhook with a bearer token

Send a webhook POSTs the event as JSON to your URL, signed with your identity secret (X-Ragchat-Signature header).

You can add an optional Bearer token. RagChat sends it as an Authorization: Bearer header so your endpoint can authenticate the request.

  • The webhook URL must use https if you set a token.
  • The token is write-only. After you save, the field stays blank and the help text says a token is stored.
  • Leave the field blank to keep the stored token. Changing the Webhook URL clears it.
  • Click Remove token to delete a stored token.

Other triggers and actions

Triggers also include Rating submitted, Conversation resolved, Conversation started, Message received, Lead captured, Human help requested, Contact created, and Custom data changed.

Actions include Send a chat message, Add a tag, Remove a tag, Email me, Send a webhook, Set custom data, and Block the contact.

Custom fields from Settings → Contact attributes can be used in conditions and in Set custom data. See Store custom data on contacts.

Still stuck? Message us from the chat widget and we'll help.